Job Purpose:

To explore, present and help Lane Crawford to deliver on new business opportunities coming from customer / market / competitor / internal operation analysis and research. The opportunities explored will cover all area of the business, which will help Lane Crawford develop its Connected Commerce strategy. The role will also help Lane Crawford define and build Customer Experience / Customer Centric culture across the company.

Key Accountabilities:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:

Knowledge Building

• Identify when research study needs to be conducted and frame the scope accordingly
• Conduct internal / external analysis on market, customer and competitors across multiple industries, in line and beyond Lane Crawford’s brand focus & current offerings
• Synthesize market studies, user research and insights that are easily understandable & shareable, present in a clear and compelling manner
• Be a trusted advisor on different topics for team across the company

Shape Projects & Provide Support

• Identify gaps and opportunities. Based on insights from customer (internal & external), market and financial, shape and craft strategy and vision for prioritized projects in a well-framed and compelling manner
• Define tangible topline focus / scope for the project
• Present and communicate project strategy & plan to project team and stakeholders

• Ensure experience design, implementations, launch and change management are aligned with the project’s overarching vision
• Support and communicate regularly with team to drive project forward
• Work with project teams to resolve crisis / issues / conflicts if needed

Support CX Enablement

• Research on CX enablement including best practice, methods, tools to improve our ways of working
• Support setup and implement CX practice across the company
• Organize regular internal forums with reps. from different teams to share market update, new opportunities and capture new ideas and challenges faced by other teams

Company Culture and Values

• To fully engage and live by the Lane Crawford Vision, Passion, Learning and Collaboration (PLC) Values, Leadership Code and deliver our Customer Service Promise at all times
• To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives
• To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity

Requirements

• Undergraduate degree(s) in marketing, social sciences, statistics, psychology or related disciplines
• 2-5 years of working experience in research
• Experience and working knowledge of both quantitative and qualitative research process and methodologies
• Able to design research plan, facilitate interviews, focus groups and workshops, analyse and synthesis findings gathered from qualitative and quantitative research
• Ability to self-directed when needed; ability to work independently and manage multiple task assignments
• Strong presentation skills as well as oral and written communication skills in English, Cantonese and Mandarin
• Passionate in luxury fashion

DISCOVER NEW OPPORTUNITIES

IN LANE CRAWFORD

The Leading Light for the Global Asian Luxury Customer.